HEAD CUSTOMER EXPERIENCE – Netone Cellular (Private) Limited 158 views

Key Responsibilities

• Design and implement a Customer Experience (CX) strategy that aligns with the overall business objectives and local market realities.
• Map customer journeys for Prepaid, Postpaid, and Mobile Data, identifying friction points and opportunities for enhancement.
• Build a Customer-Centric culture across the organization.
• Lead initiatives to collect and analyze customer feedback via surveys, social media, call centers, retail outlets, and digital channels.
• Use customer insights to inform product, service, and process improvements tailored to consumers’ needs.
• Oversee all customer touchpoints including call centers, retail stores, digital platforms, and self-service channels.
• Ensure compliance with POTRAZ regulations, including service level agreements (SLAs), call quality, and dispute resolution timelines.
• Enhance user experience for digital services, including Mobile Apps, USSD services, and Online Portals platforms.
• Integrate seamless omnichannel experiences between digital and physical touchpoints.
• Define and monitor key CX metrics: Net Promoter Score (NPS), Customer Satisfaction (CSAT) and Churn Rate.
• Prepare reports for the Executive Management highlighting trends, customer issues, and improvement plans.
• Work closely with Marketing and Sales, Product Development, Technology, and Operations teams to ensure CX initiatives are implemented effectively.

Requirements

• Must have a relevant Bachelor’s degree in Business Administration, Marketing, Communications, or related field.
• A Master of Business Administration (MBA) or Master in Business Leadership (MBL) degree is an added advantage.
• At least 8 years’ experience in customer experience, service delivery, or telecom operations, with at least 4 years in a Senior Management role.
• Proven experience in the mobile telecom industry, with knowledge of prepaid/postpaid services, and digital engagement.
• Familiarity with Zimbabwean telecom regulations and POTRAZ guidelines.
• Track record of improving customer satisfaction, reducing complaints, and driving digital adoption.
• Strong customer-centric mindset and problem-solving ability.
• Strategic thinker with data-driven decision-making skills.
• Excellent leadership, communication, and stakeholder management skills.
• Knowledge of digital transformation in telecom, including Mobile Apps and USSD.
• Change management and project leadership capabilities.

How to Apply